Helpdesk Tech

benjaminfleming9087 · 2011-01-31T10:18:43.000Z

Is it possible in a revision to make a “Helpdesk Tech” who would receive ticket information only when they are assigned to a ticket, rather than getting notifications about all unassigned tickets?

Ben

yasaf · 2011-01-31T10:33:44.000Z

Just follow the table at the bottom

http://community.spiceworks.com/help/Help_Desk_Notifications

duffney · 2011-01-31T10:34:37.000Z

Yes, you can control the way user are notified by the following settings

Settings \ User settings * Settings \ Help Desk settings

You can set up how they are notified by these settings you can turn off notifications to unassigned tickets as well

michaelmontoya7774 · 2011-01-31T10:34:49.000Z

In the helpdesk settings, Admin Email Notification section, you can choose to send email to the Admin assigned a ticket.

email_settings.jpg905×529 47.8 KB

benjaminfleming9087 · 2011-01-31T12:13:14.000Z

Thanks for all your replies.

I still want to get the notifications when a new ticket is created, as I am not always at my desk.

They are not assigned to anyone by default, which means “all admins” get the notification.

I have someone else who I would like to be able to assign tickets to, but who doesn’t need to see the tickets not assigned to them.

If I am being unclear, please let me know, but the answers I have seen so far don’t seem to solve my problem.

Ben

dabeast · 2011-01-31T18:36:18.000Z

bendfleming wrote:

Thanks for all your replies.

I still want to get the notifications when a new ticket is created, as I am not always at my desk.

They are not assigned to anyone by default, which means “all admins” get the notification.

I have someone else who I would like to be able to assign tickets to, but who doesn’t need to see the tickets not assigned to them.

If I am being unclear, please let me know, but the answers I have seen so far don’t seem to solve my problem.

Ben

At this time there is no way to direct the new ticket notifications (not assigned) to one admin but not the other. It is more of an all or nothing design. There are plenty of feature requests out there to change this - find one or more and spice them up.

yasaf · 2011-02-01T00:43:35.000Z

da Beast wrote:

bendfleming:

Thanks for all your replies.

I still want to get the notifications when a new ticket is created, as I am not always at my desk.

They are not assigned to anyone by default, which means “all admins” get the notification.

I have someone else who I would like to be able to assign tickets to, but who doesn’t need to see the tickets not assigned to them.

If I am being unclear, please let me know, but the answers I have seen so far don’t seem to solve my problem.

Ben

At this time there is no way to direct the new ticket notifications (not assigned) to one admin but not the other. It is more of an all or nothing design. There are plenty of feature requests out there to change this - find one or more and spice them up.

But you can do one of the following

Create distribution list, send all the emails to that list and set rules on each admin mailbox to delete the non relevant notifications
Create dedicate mailbox for “ghost” admin, send all the notifications to that mailbox, and use mailbox rules to forward notification to admins based on keywords.